About the role:
Patiently™ is a multi-condition telehealth business helping consumers use tax-advantaged healthcare dollars for treatment and care. As we scale our condition roadmap, we need a strong operator and strategic thinker to build and run the operational foundation of the business.
This is a hands-on role for someone who can move between resolving an immediate patient or partner issue and building the processes, metrics, and cadence to scale. The right person thrives in an evolving environment — comfortable building 0-to-1 workstreams, creating structure where none exists, and driving results across internal and external partners.
You will own day-to-day coordination and performance across clinical and provider workflows, pharmacy and fulfillment partners, customer support, and platform partners — working cross-functionally with Marketing, Product, Analytics, CS, Finance, and Operations to remove constraints and build a repeatable operating system as Patiently scales.
Key responsibilities:
Care delivery operations
- Manage the day-to-day operating relationship with Patiently's clinical, provider, and telehealth-platform partners.
- Ensure patients move smoothly from intake through provider review, treatment, and ongoing care.
- Identify workflow breakdowns and lead cross-functional efforts to resolve root causes.
- Have ownership mindset to drive solutions and think of second order effects when resolving operational challenges.
Pharmacy and supply-chain operations
- Manage operating relationships with pharmacy, fulfillment performance, turnaround times, and SLAs.
- Build contingency plans for capacity constraints, shortages and partner disruptions.
Platform and partner coordination
- Ensure responsibilities and handoffs are clear across Patiently, providers, pharmacies, customer support and technology partners.
- Lead readiness planning for major launches - workflows, escalation paths, reporting and contingency plans.
Customer-support partnership
- Partner with CS to unblock operational constraints and improve patient experience.
- Coordinate resolution of complex cases across clinical, pharmacy, payment, or partners.
Operating cadence and performance
- Utilize data for key operational metrics to drive business performance.
- Develop SOPs, playbooks, and controls that allow Patiently to scale efficiently.
What you'll need:
- Minimum of 5+ years of experience in healthcare operations, telehealth, or a similarly complex regulated environment.
- Experience managing external partners against defined service levels and business outcomes.
- Strong understanding of operational workflows with the ability to diagnose problems across multiple organizations and systems.
- Demonstrated success building processes, reporting and operating cadences in a growing and evolving business.
- Strong analytical judgment: use data to identify risks, priorities, and performance.
- Ownership mindset with hands-on operating style: investigate individual issues while building scalable solutions.
- Comfortable with ambiguity: able to make progress before every process or ownership boundary is fully defined.
Preferred experience
- Experience in a multi-condition telehealth or digital-health business.
- Direct experience with provider networks, pharmacy partners or prescription fulfillment.
- Experience supporting employer, benefits or B2B healthcare programs.
- Experience transitioning from outsourced operations to internally managed capabilities.
- Familiarity with healthcare compliance, patient privacy and regulatory environments.
Level Guidance:
Both levels perform the same core responsibilities above. The distinction comes down to depth of experience, scope of prior ownership, and readiness to operate with full autonomy in an ambiguous, early-stage environment.
Manager, Strategy & Operations
- Minimum of 5 years of experience in healthcare operations, telehealth, provider operations, pharmacy operations.
- Experience managing external partners against defined service levels and outcomes.
- Strong understanding of operational workflows and cross-functional problem solving.
Senior Manager, Strategy & Operations
- 5–8+ years of experience in digital health operations, including end-to-end management of multi-stakeholders, platforms and complex regulated environment.
- Has built or involved in establishing operational processes from scratch (0-1 experience) with minimal guidance.
- Track record reporting to cross-functional stakeholders/leadership on operational performance.
Note for Current Employees:
Please use the internal job board in Greenhouse to apply. Applications submitted through this external link will not be tagged as internal.
Compensation, Benefits, & Additional Details:
Health-E Commerce's compensation philosophy is grounded in market data and internal equity to ensure fairness and consistency across the team. Individuals new to the company should generally expect offers to fall between the entry point and midpoint of the salary range. Our goal is to provide an offer that supports growth potential within the role and allows for future salary progression.
- Compensation: Manager level $115,000 - $140,000 base, Senior Manager level $140,000 - 160,000 base
- Discretionary Annual Bonus Eligibility: Up to 15%
- Medical, Dental, Vision, and 401K with a company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- Flexible PTO & office closure on all major holidays
- Monthly wellness & internet reimbursements
- Professional development including certification support & leadership coaching
- Mental Health resources
- 100% remote within the United States
- Must be able to work EST hours
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